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Citi Logo Citi · Customer Service

Service Experience Manager

Singapore, Singapore · Job Posted May 09, 2026
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Job Description

The Service Experience Manager for CitiPhone will be responsible for customer service experience within the CitiPhone contact center environment. This role focuses on optimizing customer journeys, improving service quality, and driving customer satisfaction and loyalty through innovative solutions and operational excellence. The ideal candidate will possess a deep understanding of customer service operations, call center technologies, and customer experience best practices

Job Responsibility

  • Customer Journey Mapping: Lead initiatives to map, analyze, and optimize customer journeys across all CitiPhone touchpoints, identifying pain points and opportunities for improvement
  • Service Quality Improvement: Establish and monitor key performance indicators (KPIs) related to customer satisfaction, service quality, and efficiency. Implement programs and training to consistently elevate service delivery
  • Innovation & Technology: Identify and evaluate new technologies, tools, and processes that can enhance the customer experience, such as AI-powered assistants, advanced IVR systems, and omnichannel support solutions
  • Team Collaboration: Work closely with operations, training, quality assurance, and technology teams to ensure seamless implementation of service experience initiatives
  • Feedback & Analysis: Establish mechanisms for gathering customer feedback (surveys, social media, direct input) and conduct thorough analysis to derive actionable insights
  • Reporting & Communication: Prepare regular reports on service experience performance, present findings and recommendations to senior management, and communicate progress to relevant stakeholders
  • Complaint Resolution: Oversee the effective resolution of complex customer complaints and escalations, transforming negative experiences into positive outcomes
  • Wealth Support: Provide strategic oversight and support for wealth management-related customer inquiries and service requirements within the Citiphone channel
  • RM/ARM Assistance: Collaborate with Relationship Managers (RMs) and Assistant Relationship Managers (ARMs) to streamline customer interactions, resolve complex issues, and ensure a cohesive client experience
  • Compliance & Risk Management: Ensure all service experience initiatives comply with regulatory requirements and internal risk management policies
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Requirements

  • Bachelor's/University degree or equivalent experience
  • Minimum of 7-10 years of experience in customer service, contact center operations, or customer experience management, with at least 3-5 years in a leadership or managerial role
  • Proven track record of successfully designing and implementing customer experience strategies that resulted in measurable improvements in customer satisfaction and loyalty
  • Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies
  • Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization
  • Demonstrated knowledge of contact center technologies and customer relationship management (CRM) systems
  • Problem-Solving: Strong aptitude for identifying issues, analyzing root causes, and developing effective solutions
  • Leadership: Ability to inspire, motivate, and guide cross-functional teams towards common goals
  • Data Analysis: Proficiency in using data analytics tools to measure and improve customer experience
  • Communication: Exceptional verbal and written communication skills
  • Customer Empathy: A genuine passion for understanding and meeting customer needs
  • Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
  • Mandarin Proficiency: Fluency in Mandarin (both written and spoken) to support a diverse customer base and specific regional requirements

What we offer

  • access to telehealth options, health advocates, confidential counseling and more (coverage varies by country)
  • expanded Paid Parental Leave Policy
  • access to an array of learning and development resources
  • variety of programs that help employees balance their work and life
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